Our client is one of the world's leading international logistics providers, delivering integrated supply chain solutions across more than 100 countries. As part of an exciting transformation of its Sea Logistics business in Japan, our client is seeking an experienced Sea Logistics Customer Care Manager to lead its Tokyo Customer Care organisation.
This is an exceptional opportunity for an experienced freight forwarding leader to move beyond traditional customer service management and help build a customer-focused, solutions-driven organisation that creates real value for clients.
The Opportunity
Reporting to the National Sea Logistics leadership team, you will lead the Tokyo Customer Care organisation with responsibility for customer experience, people leadership and operational excellence.
This is far more than a traditional Customer Service Manager role. Our client is transforming Customer Care from a reactive shipment management function into a proactive, customer solutions organisation. The vision is to build a team that develops deeper customer relationships, understands customers' evolving supply chain challenges and works alongside Sales to identify opportunities to expand existing business and generate new opportunities.
You will play a key role in driving this cultural transformation by developing your team, embedding a consultative approach to customer engagement and creating an environment where Customer Care is recognised as a trusted business partner.
Key Responsibilities
- Lead, inspire and develop a high-performing Sea Logistics Customer Care team.
- Drive a culture centred on customer success, accountability and continuous improvement.
- Transform Customer Care into a proactive, customer solutions-focused organisation.
- Build strong relationships with customers and understand their evolving logistics and supply chain needs.
- Encourage the team to identify opportunities to provide additional value, support customer growth and develop new business opportunities through everyday customer engagement.
- Partner closely with Sales and Operations to deliver integrated logistics solutions and exceptional customer experiences.
- Coach, mentor and develop future leaders within the organisation.
- Monitor service quality, customer satisfaction and operational performance, implementing improvements where required.
- Champion digitalisation, automation and best practice across Customer Care.
About You
You are an experienced leader within international freight forwarding who believes Customer Care should be more than managing shipments and resolving issues.
You enjoy building high-performing teams, developing long-term customer relationships and creating a culture where Customer Care becomes a trusted advisor, helping customers solve business challenges while supporting sustainable growth.
Essential Experience
- Extensive experience in international freight forwarding with a strong Sea Logistics background.
- Proven leadership experience within Customer Service, Customer Experience or Customer Care.
- Experience leading and developing successful teams.
- Strong customer relationship and stakeholder management skills.
- A proactive, solutions-oriented mindset with the ability to identify opportunities to add value for customers.
- Demonstrated success in driving continuous improvement and organisational change.
Requirements
- Japanese National
- Native-level Japanese with business-level English.
- Strong leadership, communication and coaching skills.
- Customer-focused with a collaborative and business-minded approach.
Why Join?
This is a rare opportunity to join a globally respected logistics organisation at a pivotal stage of its growth. You'll lead an important transformation, developing a Customer Care function that not only delivers outstanding service but also acts as a strategic partner to customers by providing innovative logistics solutions and identifying opportunities to help their businesses grow.
If you're ready to take the next step in your leadership career and help redefine what world-class Customer Care looks like, we'd love to hear from you.
All applications will be treated in the strictest confidence.
Please note: This opportunity is open to Japanese nationals with significant experience in Sea Logistics, international freight forwarding or integrated logistics.
- Base Salary: ¥11,000,000–¥12,000,000
- Total Annual Package: Up to approximately ¥14,000,000
- Hybrid working – minimum one day per week working from home, with additional flexibility depending on business requirements.
- Excellent career development within one of the world's leading logistics organisations.
- Opportunity to influence the future direction of Customer Care in Japan.
- Collaborative, international working environment with experienced industry leaders.
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